1.4 - Call Queues

Now that you learned how to add agent accounts to your manager app you need to tackle the last step: add the agents to a queue so they can accept incoming calls. (In case you are integrating outbound calls only this might not be necessary but it depends on how you want to handle callbacks from customers.)

Like with agents, you can add as many queues as you want. For instance, if you think back to the first chapter, we theoretically implemented an IVR with three selections: Sales, Support, Tech. For each of these three departments or teams you could create a separate queue. And this is how you do it:

Go to Queues

Add a queue by entering the name

After you added the queue, you need to add agents to the queue. This works by adding the agent's group to the queue. You remember, all agents are in the group _all by default. Let's do that:

As you can see in the video, you go to edit and add a queue selection. Very important, you have to add a trigger to make it work, for the beginning just select "Always" (you always type in the drop down field to find a trigger). This means that this group of agents will under all conditions receive this call. The group you add is _all (that's the only group you have so far so there is no other choice anyway).

There are more options of course: you could directly add agents to the queue or tag certain agents and add these tags as condition.

If you feel like learning more, here are some further articles explaining more advanced selection and queue mechanisms.